I am already a rain user and placed another order on Monday for a new package

I am already a rain user and placed another order on Monday for a new package. Making it my 3rd package. I informed the lady who assisted me that I am foreign customer and my Paper is expired and Home Affairs has been delaying me for a while. She then proceeded to tell me that all that would be checked was if my name on my documents and proof of address matched. And I remember correctly inquiring about If I would need an affidavit. The courier company that had to deliver the router arrived yesterday first of all 2 hours earlier. And refused to give me the router due to my expired document. I told them I was assured and already paid. All they could say was there is nothing we can do about it. I'm really upset. Miscommunication is a very bad thing. It kills the experience of the client. So now how do I go about it?